IT Support Specialist

Anovaeon•Williamsport, MD

12d•Onsite

About The Position

The IT Support Specialist (On-Site) provides technical support for Anovaeon personnel supporting case processing operations within an ICE processing facility. This role is responsible for troubleshooting hardware and software issues, supporting user access and workstation functionality, and ensuring that operational staff have reliable access to required technology systems. The IT Support Specialist assists personnel with common technical issues involving computers, printers, scanners, network connectivity, and system access. This role works closely with facility IT personnel and other technical teams to resolve issues that impact operational workflows. The position plays an important role in maintaining continuity of operations by ensuring that technical problems are addressed quickly and efficiently.

Requirements

Strong troubleshooting skills for common IT hardware and software issues
Familiarity with Windows operating systems and standard office applications
Ability to diagnose workstation and peripheral device problems
Strong customer service and user support skills
Ability to explain technical concepts clearly to non-technical users
Strong organizational and problem-solving skills
Ability to prioritize multiple technical support requests in operational environments
Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field preferred
Minimum 1-2 years of experience in IT support or help desk roles
Experience providing on-site technical support in operational or enterprise environments preferred
Experience troubleshooting hardware, network connectivity, and workstation issues preferred
Employment is contingent upon successful completion of the following screening: Federal background investigation (up to and including a Tier 4 DHS clearance) Criminal history check Verification of employment and education history Compliance with all government credentialing requirements Drug screening
Employees must adhere to all federal security, confidentiality, and operational protocols while working within government facilities.
Ability to sit at a computer workstation for extended periods while conducting data entry and interviews
Ability to stand and walk for extended periods during facility operations (up to 8-12 hours per shift)
Ability to lift, carry, and move supplies and equipment up to 50 pounds
Ability to bend, stoop, reach, and perform repetitive motions
Capability to work in varied environmental conditions (indoor/outdoor, temperature variations)
Ability to respond quickly to emergency situations throughout the facility
Visual acuity for detailed computer work and document review
Auditory ability to conduct interviews and monitor facility for safety concerns

Responsibilities

Provide first-line technical support for Anovaeon personnel working within the facility
Troubleshoot common hardware and software issues affecting operational staff
Diagnose and resolve workstation, printer, scanner, and peripheral device problems
Assist users with login issues, system access problems, and application errors
Respond to user support requests and resolve issues in a timely manner
Assist with setup, configuration, and maintenance of workstations and operational equipment
Install and configure peripheral devices such as printers, scanners, and document processing equipment
Replace or repair hardware components when necessary
Ensure operational equipment is functioning properly to support processing activities
Assist personnel with system access requests and account setup procedures
Support password resets and user credential troubleshooting when authorized
Help staff navigate operational systems and resolve technical usability issues
Provide guidance to users on proper use of equipment and systems
Coordinate with facility IT personnel to resolve technical issues that require higher-level support
Escalate technical problems affecting operational systems or network connectivity
Support coordination of system updates, equipment changes, or IT maintenance activities
Assist in implementing technical guidance provided by facility or government IT teams
Monitor technical issues that may impact processing operations and escalate concerns as needed
Help ensure workstations and equipment remain operational during shifts
Assist supervisors and operational leadership in resolving technical disruptions affecting workflow
Document technical issues and resolutions to support troubleshooting and operational awareness
Track recurring technical issues and provide feedback to leadership regarding potential improvements
Maintain organized records of support requests and equipment updates